Consumers today expect excellent service when reaching out to the brands with which they spend their money. When a customer experience is at its best, it’s because the customer’s wants and needs are already known by the customer service professional. They’ve done their homework and are ready to listen, offer information and give the customers a reason to come back for repeat business.
How willing are customers to offer feedback about your service to them? According to recent studies, 85% say they expect brands to allow them a voice so their opinion can be known. What you do with the information they provide you is up to you, but top-quality brands take customer opinions to heart and make positive changes.
Time or Money: Which is More Important?
In a perfect world, you’re giving your customers products and services that are competitively priced, but you will find that they are willing to spend more money with brands that treat them right. One way of showing appreciation for customers is by valuing their time as much as they do.
Consumers want fast and accurate answers when they have questions or a problem with an order. From implementing telecommunications technology that provides efficient workflows to training your customer experience professionals properly, there are many ways in which you can save your customers time. They will reward you with return business, even if it costs more than your competitors that haven’t nailed down the customer experience.
Anticipating Needs
One way in which top-quality contact centers thrive is by knowing the target audience. They work so closely with the brands they represent that there is complete visibility into the wants and needs of the brand’s customers. They use data and customer comments to inform their training and take every customer experience to the next level because they are completely informed and have the ability to anticipate customer needs.
The best contact centers also have skilled communicators working for them, which means they are not only friendly and empathetic, but can solve problems with ease.
Outsourcing Service
At Protel BPO, we take the time to get to know the customers of all the brands we represent. Our agents are fully equipped to provide speedy, accurate and friendly service that they will remember. If improving your customer experience is on your agenda in 2024, contact us, and let’s discuss our proven methods.